topic Re: Contract expired in My Account/Billing

Contract expired

Carzo67 — Fri, 14 Nov 2025 13:21:59 GMT

Hi , unfortunately i am unable to access live chat or call. I have just been made aware from a family member who is my career due to my disabilities (Epilepsy , PTSD & partial blinded as only see fully from one eye) that my contract expired well over 1 year ago 29/4/24 and I should have been getting my broadband for a lot cheaper and I have been paying over £45 per month despite my contract ending after being a customer for so long.

Are you able to resolve this as I have no internet access I need broadband to keep in touch with family due to epileptic fits/Seizures. Is there anyway I can get access to Live chat.

Thanks

Re: Contract expired

jab1 — Fri, 14 Nov 2025 13:28:30 GMT

@Leanne_T - one for your team?

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 13:58:00 GMT

I’m not entirely sure who to contact regarding this issue.

Re: Contract expired

jab1 — Fri, 14 Nov 2025 14:00:01 GMT

@Carzo67 I have flagged this to the support team, above. Wait until they pick it up.

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 14:07:05 GMT

Thanks for the help and Guidance , just unsure how to go about this. It was an 18 month contract which ran from September 2022 and ended in February 2024. As I stated above I was unaware this contract had expired and since then I have been paying more than what I thought for my broadband package.

Again that is for the help.

Re: Contract expired

jab1 — Fri, 14 Nov 2025 14:11:29 GMT

@Carzo67 As you obviously need help, it would be wise to wait for a response from the Help Team - they will be the only ones able to assist.

Just FYI, there is no 'live chat' - they will most likely contact you via Private Message on here.

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 14:14:09 GMT

Ok appreciate the help thanks Again.

Re: Contract expired

bmc — Fri, 14 Nov 2025 14:24:54 GMT

@Carzo67

You say you have no internet access - has it been cut off or is it a fault?

I would doubt the former so long as your bills are being paid.

Are you registered with PN as a "vulnerable" person? If not you can do so through your Members portal.

Brian

Re: Contract expired

Katie_B — Fri, 14 Nov 2025 15:06:55 GMT

Good afternoon @Carzo67.

Welcome to the community.

I have sent you over a private message for some details.

Speak soon,

Katie

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 16:00:47 GMT

I have followed up with an email regarding this but unsure what account number means or how to locate this.

Thanks @Katie_B

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 16:01:11 GMT

A private message sorry

Re: Contract expired

Katie_B — Fri, 14 Nov 2025 16:06:57 GMT

Thanks @Carzo67.

I've got that.

Katie

Re: Contract expired

Carzo67 — Fri, 14 Nov 2025 18:26:11 GMT

I’ve still not had anyone from Plusnet reaching out and contacting me @Katie_B

Re: Contract expired

Katie_B — Fri, 14 Nov 2025 18:37:52 GMT

Hi @Carzo67.

I can confirm this has been passed over to the right team.

They will be in touch as soon as possible.

Katie